2009中国最佳呼叫中心：深圳发展银行信用卡客户体验部

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1319

客户世界||2009-09-10

2009中国最佳呼叫中心：深圳发展银行信用卡客户体验部

SHENZHENDEVELOPMENT BANK CREDIT CARD CUSTOMER EXPERIENCE DEPARTMENT

| 来源：客户世界 | 2009-09-10

所处行业：金融
人员数量：400
所在城市：深圳
座席数量：约300席
建立时间:2002年
客服号码：006695501
网址：www.sdb.com.cn

获奖介绍：

1987年，深圳发展银行以“敢为天下先”的精神，成为中国境内第一家挂牌上市的股份制商业银行，成为中国资本市场发展的缩影，在很长一段时间里深发展始终占据着深市龙头的位置。2004年年末，不断开拓创新的深发展，再次“敢为天下先”。成为国内首家外资作为第一大股东的股份制商业银行，树立了中国银行业对外开放的标杆。从此为银行实现战略转型打下了坚实基础。从诞生那天起，变革与创新就是深发展的重要特质之一。

经过20年奋斗，深圳发展银行从最初总资产不到一亿元的六家农村信用合作社，发展成为总资产超过3000亿元，发卡量突破300万张。 2008 年度深圳发展银行信用卡客户体验部积级引入全球首部专注呼叫中心运营管理行业的先进理念并实施 CCCS-OP 运营标准。除此之外，成功导入客户服务ISO9001 质量管理体系审核认证，这标志着服务质量达到国际标准，是对深圳发展银行信用卡客户服务水平的权威肯定。根据总行“按照国际先进标准建设现代商业银行”的基本思路和管理创新的要求，以及在总行及信用卡中心各级领导的关心与支持下，努力按照以“诚信、专业、高效、服务”的标准严格要求开展各项工作，建立完整、科学、高效的质量管理体系。积极做好作业流程的持续改造与优化，全面推动信用卡运营及管理再上新台阶，更好地服务社会，服务客户！”。

同时，深发人懂得感恩，懂得回报。更是以积级的企业责任感和社会使命感投入慈善事业。

Brief Introduction of the Winning Units:

With the pioneering spirit, Shenzhen Development Bank (SDB) became the first commercial bank in the People’s Republic of China that launched IPO and got listed in Shenzhen Stock Exchange in 1987. As the microcosm of the development of capital market in china, SDB has occupied the leading position in Shenzhen stock market for a long time. As a blazer, SDB introduced an international strategic investor at the end of 2004, becoming the very first shareholding commercial bank whose largest shareholder is a foreign institution. From then on, SDB had established a benchmark of opening-up in China banking industry, laying a solid foundation for strategic transformation. Since the day founded, innovation has considered being one of the most important characteristics in SDB.

After 20 years of rapid development, SDB has boosted from six rural credit cooperatives with less than 100 million total assets to a bank with more than 300 billion Yuan of total assets and 3 million cards. In 2008, SDB Credit Card Customer Experience Department (CCCED) initiated the introduction of international advanced concepts focused on the call center operation management industry, and implemented CCCS-OP operation standards. On top of these, CCCED also successfully implanted the audit certification of customer service ISO9001 quality management system, which is an authority affirmation of SDB CCCED service, representing that the service quality has reached the international standards. Follow with the headquarters’ principles and management innovation demand, “building into a modern commercial bank according to advanced international standards”, and under the concerns and supports of the boards, CCCED follows the philosophy of “integrity, professionalism, service, and efficiency” to build an integrate,
scientific, and efficient quality management system. CCCED will implement continuous improvement and optimization of operation processes, and stimulate the credit card operation management to a brand new level, providing better service to the society and customers.

SDB also actively takes on corporate responsibilities and society missions to devote to charities. On the occasion of Wenchuan earthquake in 2008, SDB raised more than 370 million donations from all staffs and with the contributions of the enterprise, the total donation has reached 10 million Yuan, all of which were used to reconstruct the Dujiangyan Yutang primary school in Sichuan Province. In the meantime, SDB launched the campaign of "take our love to the students" on May 12 2009, bringing happiness and hope to the children in disaster areas with our love and actions.

It is worth bearing in mind what has happened in those past times. Each one of us is using our wisdom and sweat to devote to the future of SDB. We are passionate as we take on responsibilities. We are proud as we are able to witness the development of SDB. The policy of reform and opening-up breeds SDB and the concerns from the society contribute to the success of SDB. Tomorrow SDB will follow the philosophy of “integrity, professionalism, service, and efficiency”, improve profit-making capability and service quality, forge ahead and make constant innovations, and make unremitting efforts to build itself into a modern commercial bank up to advanced international standards.

评审单位：

工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）

2009年9月

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